About the Role

The Customer Experience Specialist is responsible for providing exceptional customer service and support to all guests. This position is on the front line, representing the European Wax Center to the public. This person is individually responsible for direct interaction and independent management of guest communications from inbound inquiries across social media, chat, reviews, telephone, and email correspondence. The Customer Experience Specialist aims to ensure our guests receive an exceptional experience through helpful, friendly, and professional service promptly. This role always keeps our EWC values in mind, especially “We Do the Right Thing.” This role is excellent for someone with a customer-centric, solution-oriented mindset.

A Day in the Life

• Timely and accurately resolve daily guest inquiries and issues across all platforms with a focus on EWC’s website, e-commerce, social media, and other online and transactional matters, which include, but are not limited to, gift card balances, profile logins, promotions, order status and shipping details, social media engagement, and online booking with a high level of guest satisfaction.
• Monitors guest inquiries and orders, answers requests or complaints, and brings the most appropriate answer/solution according to EWC’s service guidelines.
• Uses guest service competencies to actively listen, effectively communicate, show empathy, and work efficiently to solve guest issues.
• Follows standard operating procedures and is empowered to use sound business judgement to determine when exceptions need to be made.
• Empowered to independently respond to and resolve guests’ written inquiries, accurately and professionally, across all platforms, including our SMG platform, website, email, social media pages, and online reviews, and/or transfer inquiries to appropriate department or center.
• Escalates to the appropriate resource when unable to independently resolve the problem in a reasonable amount of time. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
• Proactively deescalates negative guest experiences and offers a resolution to concerns.
• Handles confidential information, including guest contact information, with a high degree of integrity.
• Provides insight and feedback contributing to process design for Guest Relations team in partnership with Guest Relations Manager.
• Contribute key learnings and insights to strategic projects for marketing, guest experience and operations teams.

What Sets You Apart

• Previous experience with the SMG platform.
• Ability to emotionally connect with guests to increase brand loyalty and sales.
• Excellent communication in verbal and written form.
• Highly self-motivated, organized, a team player, and pick-up shifts, if needed.
• Ability to work independently, take direction, and prioritize accordingly.
• Ability to work cross-functionally in a fast-paced environment.
• Ability to handle escalated cases with confidence and professionalism.
• Ability to be friendly and engaging with guests.
• Must have good interpersonal skills; ability to build effective relationships with guests and all levels of professionals.
• Ability to utilize data and information to inform guest experience trends and experience opportunities.
• Ability to receive constructive feedback from team and management.
• Respond quickly to change with a positive attitude and a willingness to learn new ways to work and achieve goals.
• Strong technical skills in quickly learning and navigating software applications.
• Proficient using Windows, Microsoft Office Suite, and email/Outlook.

Education and Experience

• High school diploma required.
• 2-4 years of customer service experience or previous exposure to a call center environment.
• Experience with beauty or personal care service brands is preferred.
• Experience working in e-commerce customer service is preferred.
• Strong knowledge of social media platforms and social media management tools

*This job is not eligible for US visa sponsorship*

European Wax Center is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.

This job description is a general description of essential job functions. It is not intended to describe all duties someone in this position may perform. All employees of EWC and operating subsidiaries are expected to perform tasks as assigned by supervisory/management personnel, regardless of job title or routine job duties.